Customer Support vs. Customer Success in Property Tax Management Software [Free Download]

customer success

If you’re reading this, you’ve already made the decision (or at least are thinking about the decision) to invest in property tax software.

It can be overwhelming when looking for a software that will satisfy the needs of your company, and it’s a lot of work to pitch the software to your managers. Because of this, it’s really important to ensure you have all the product information beforehand.

We’ve already covered the key elements to look for when choosing a property tax management solution, but today we are going to focus on customer success vs. customer support. There are distinct differences between the two, so it’s important to identify which support function your company will require in order to maximize its software investment.

Before we dive into the differences, the first question you want to ask yourself is what do I want to accomplish with this software? I’ll revisit this question at the end of the post.



The Main Difference

Customer support is reactive to problems, whereas customer success is proactive and strategically based. If your team is looking for reactive fulfillment of your needs – then customer support is the way to go. If you are looking for a team to work hand in hand with you and provide guidance regarding your goals – customer success has got your back (or should I say hand).  


Customer Support

Some main characteristics of customer support include: 

  • Troubleshooting problems: a customer must first present a problem with the software, and customer service provides a solution to problem as quickly as possible 
  • Duration: because customer support interactions are transactional, they usually have a start and finish date where a customer support rep. is assigned to your organization. 
  • Relationship: the customer support team is there when you need them, and will likely not schedule individual check-ins to revisit how the software is working for your company 


Customer Success

Some main characteristics of customer success include: 

  • Partnership: customer success is tasked to form a strong partnership that emphasizes teamwork to ensure your long-term success with the solution (or software) 
  • Strategic planning: you can expect a customer success team to work directly with you to build a business strategy that fits in with your business objectives and needs 
  • Training: customer success ensures that your team is getting the most out of the product, which means that the training doesn’t stop after onboarding – it is continuous as objectives and requirements evolve 


A Little Bit of Both

There are instances where both support and success functions are provided by a particular software company. This means you get the best of both worlds – transactional support when there is an issue with your account, and a long-term relationship that will help you formulate strategies so that the software can help you achieve your business goals.  


So, Which is Better?

Again, you want to ask yourself what do I hope to accomplish with this software? 

If the software is performing transactional duties, then a customer support team is likely sufficient. In fact, having them more involved in your day-to-day may slow down your productivity. You can count on customer support teams to answer and troubleshoot any concerns you may have.  

If the software is helping you make strategic business decisions or managing business critical processes – customer success is likely a service you will highly benefit from. The long-term relationship building, and strategic planning will help you get the most out of the software, and ultimately help you achieve your goals. Because this relationship isn’t transactional, the training is ongoing and will evolve to meet your needs. 

If you are hoping to accomplish both goals outlined above, then a company that provides a mixture of customer support and success is likely the way to go. At Rethink Solutions, we provide our customers with customer success and support. We believe it gives us the ability to get an in-depth understanding of our client’s business journey. It also helps us ensure that clients maximize the value provided by our product, itamlink.

To find out more about itamlink and our customer success and support process reach out to our sales team.